Customer Experience Progress Update

By Charlie Herrin

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February 23, 2017

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We’ve been sweating the small stuff when it comes to customer service and customer experience because we want every interaction with us to be simpler, easier and more convenient. Here are some of the ways we’re continuing to improve:

Saving you time: We know how busy life can be, so we’re focused on finding new ways to save you time and effort. We’ll always be here if you need to call us, but with new features in My Account, you can do more online when it’s convenient for you. Now, you have troubleshooting and repair tools at your fingertips, like the system refresh feature, so you can reboot your X1 at home if something’s not working right. We’re also able to stay in better touch with you around scheduled appointments. We launched Tech ETA, a new feature in My Account that lets you know when our technician is on their way and has arrived at your home. This means less time waiting for us, and more time for you to do the things you love.

Easier interactions with us: What if we could send you reminders in real-time about your scheduled appointment, the move to your new home or instructions on how to set up your new equipment? We want to make these critical life moments easier and have introduced SMS text alerts for new or moving customers or for those of you who are swapping a device. We’re always looking for ways to eliminate steps when it comes to getting what you need through our products too. Now, with the X1 voice remote just say “what’s my Wi-Fi password”, “record this show” or “view my bill” to get the information you need. You can also set parental controls, check the score of the game, and troubleshot issues – all through the power of your voice.

Making continuous upgrades: We’re constantly looking for ways to do better – faster speeds, more reliable service, new content, and more – all to make sure you have a great experience. We’ve developed more intelligent systems to ensure our network is taking care of issues before you know they exist. This means there is greater network capacity for more of your devices, faster streaming, fewer service interruptions, and more entertainment. Now, you can access Netflix, Roku and Pandora all from X1. We’ve also added over 3 million Wi-Fi hotspots in the last year, growing our total to more than 16 million Wi-Fi hotspots nationwide.

I look forward to continuing to bring you updates on our progress to deliver you the best service and experience. Everyone at Comcast is focused on you, our customer, and we appreciate you joining us on this journey.